Customer Experience Manager

6 months ago

Silverwater, Australia Light & Wonder Full time

Gaming:
Welcome to the world of land-based gaming. At Light & Wonder, it’s all about the games, and our Gaming team builds cutting-edge technology, products, and content for the most iconic casinos and operators across the globe.

Position Summary

Job Summary:
Duties and Responsibilities:
- Work closely with the Sales Team, Head of Customer Strategy and ANZ MD to structure, prioritise and execute against a significant and diverse change agenda- including:
- Assist in developing and communicating the CX vision and sequenced actions required to bring this to life including- developing and driving key customer metrics across the organisation- Help move the business to more data-informed insights and decision-making by ensuring the customer experience is always prioritised.- Lead and manage customer experience transformation projects, leveraging data, research, and industry best practices to design and execute impactful initiatives e.g. closed loop feedback programme- Develop and analyse customer feedback, survey results, and operational data to identify customer pain points and define action plans to address experience gaps- Building reporting progress and insights, opportunities and recommendations to senior leadership

Knowledge, Skills and Abilities:
- Knowledge on quantitative or qualitative research methodologies- Ability to use data to support and drive decision making.- Experience or exposure to customer-centric support and service design approaches - including design thinking, journey mapping, experimentation and interaction- Proficiency in using customer experience tools and software such as customer feedback management systems, CRM platforms, and data analytics software to developing insights- Advanced written and oral communication / interpersonal skills with the ability to present ideas, perspectives and- Issues to senior management and large audiences- Advanced analytical, structured problem-solving and organisation skills, as well as a high attention to detail.- Demonstrated ability to work with and incorporate multiple data sources- Cross functional change management and decision making- Experience in working under pressure, managing multiple conflicting priorities and meeting timeframes- Adhere compliance initiatives, ensuring industry leading practices are followed- Strong presentation, negotiation and influencing skills- Experience in mental agility unpacking complex instructions - track and follow- Strong EQ & IQ

Experience, Education and Qualification:
- 5+ years industry or consulting experience with strengths in clear communication, managing complexity and influencing- Experience in delivering customer experience and strategy- Have a strong CX understanding and passion- Experience- A demonstrated ability in translating customer preferences, regulatory requirements

Working Conditions:
- The work conditions are representative and typical of similar jobs in comparable organisations- May require domestic and international travel

Light & Wonder and its affiliates (collectively, “L&W”) are engaged in highly regulated gaming and lottery businesses. As a result, certain L&W employees may, among other things, be required to obtain a gaming or other license(s), undergo background investigations or security checks, or meet certain standards dictated by law, regulation or contracts. In order to ensure L&W complies with its regulatory and contractual commitments, as a condition to hiring and continuing to employ its employees, L&W requires all of its employees to meet those requirements that are necessary to fulfill their individual roles. As a prerequisite to employment with L&W (to the extent permitted by law), you shall be asked to consent to L&W conducting a background screening.

This job description should not be interpreted as all-inclusive; it is intended to identify major responsibilities and requirements of the job. The employee in this position may be requested to perform other job-related tasks and responsibilities than those stated above.

Workplace Health & Safety:
- Actively co-operate and comply with the company’s WHS Policy and Program to ensure own health and safety and the health and safety of others in the workplace- Ensure compliance with safe work practices- Ensure not to put self and others at risk- Use and maintain equipment properly and ensure that the work area is free of hazards- Report all incidents, injuries and near misses- Report any hazard or accident to the supervisor or manager as soon as it becomes apparent- Advise your manager if you do not believe you have the skills, training or equipment to safely perform your duties
- (Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.)_

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